Call Centre Agent | Ponder

Call Centre Agent

What do Call Centre Agents do?

Inbound call centre agents deal with customer calls being made to a business about their products and services. Outbound call centre agents contact consumers and prospective clients on behalf of businesses.

If you’re patient, adaptable and have great listening skills this could be great career for you, or a stepping stone to help you gain valuable skills and experience.

About you:

  • Positive and professional with a customer-focused attitude
  • Efficient with the ability to prioritise tasks effectively
  • Excellent written and verbal communication skills

The job:

Inbound centre agents might typically:

  • Be the first point of contact when a customer calls with inquiries or complaints, you’ll need to listen to their issue or query and try to help them
  • Provide accurate and detailed information about products and services available
  • Troubleshoot and resolves issues and concerns
  • Document call details into organisation’s CRM software

Outbound centre agents could be:

  • Contacting customers and potential customers for telemarketing, sales, fundraising and survey purposes
  • Learning about new products and services in detail
  • Pitching new products or services to existing customers or new prospects and, or making sales
  • Organising sales and other appointments

Call Centre Representatives salary (average) $62,000 per year

(Source: )

Job growth for Call Centre Agents is moderate (source:

If you’re looking to be competitive in this field and chasing promotion, then you’ll to stay up to date with your training and knowledge, the more platforms you can use the more useful you will be (even social media platforms), and always work on your customer service skills to improve your interactions and get better results.

How to become a Call Centre Representative in Australia

There are no formal qualifications required to become a Call Centre or Contact Centre Operator in Australia, and you’ll probably receive training on the job. However, you could boost your chance of getting hired by following these simple steps:

Step 1 – Study English, Business and IT a school they’ll provide you with great foundation skills

Step 2 – Get work experience (paid or voluntary) any customer service roles, sales, answering phones and dealing with the public could be beneficial

Step 3 – Consider taking a course in customer service such as the Certificate III in Customer Engagement at TAFE NSW.

Step 4 – Be committed to continuous learning once you have got a job, volunteer for additional training and courses.

Find out more here –

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Frequently Asked Questions (FAQ’s)

  • What jobs could experience as a call centre operator qualify me for?

Experience and further training, possibly some additional qualifications, could lead to one of many other roles in a call centre including:

  • Call Centre Advisor
  • Team Leader/Manager/Supervisor
  • Call Centre Manager
  • Head of the Call Centre
  • Customer Services Director
  • Digital Contact Director
  • Operational Manager
  • Resource Planning Manager
  • Human Resources (HR)
  • Trainer
  • Coach
  • Where do call centre agents work?

Call Centre Agents can either work in designated offices set up to handle large volumes of calls, from smaller offices, or even work remotely from home.

  • Is working in a call centre just answering phones?

It really depends on the job you apply for, jobs can vary a lot depending on the organisation you work for. In today’s world it’s common for staff to have more varied roles, responding to queries and complaints on lots of different channels and platforms, plus reporting on the outcomes or progress of each call.

  • I don’t have any formal qualifications, could I still work as a call centre agent?

Depending on the job you apply for,  yes you could well get a job without any formal qualifications, in this instance previous work experience (including volunteering) could be beneficial to your application.

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